How-to GuideSAP Mobile Business SolutionsxApp Mobile Sales for handheld 5.0

How To UseSurveys withMobile Salesfor handheldVersion 1.00 – January 2007

Applicable Releases: xMSA HH 5.0, CRM 5.0

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1 Scenario ........................................................................................................................... 12 Introduction ..................................................................................................................... 13 Step-by-Step Solution ..................................................................................................... 2

3.1 Settings in the CRM Survey Suite......................................................................... 23.2 Define Determination for Questionnaire............................................................... 63.3 Synchronizing and Completing the Survey on the Handheld .............................. 93.4 Downloading Surveys via Add-on Component .................................................. 13

4 Appendix – Frequently Asked Questions.................................................................... 16

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1 ScenarioSAP xApp Mobile Sales for handheld 5.0 enables sales representatives to completesurveys/questionnaires that have been defined in the CRM system while visiting their customers. Forexample, surveys can be used for auditing purposes, inventory counts or to gauge customersatisfaction.

2 IntroductionThis how-to guide will explain how the Mobile Sales for handheld enables surveys on mobile devicesand what necessary steps are required to enable this functionality. You can deploy surveys to theclient with 2 alternate methods: via a standard synchronization container or via add-on. The step-by-step section of this guide explains the two procedures.

In order for the surveys to be sent down to the device the three following conditions have to be met:

1. Surveys are directly linked to activities, so it is necessary that:a. The activity and surveys functionalities are enabled in the Mobile Sales for

handheld customizing in the IMG (transaction SPRO) for the appropriateorganization. If you will be using the surveys via the Component Add-On method youshould disable the survey functionality for the organization to prevent it from comingdown as part of the container.

b. The sales representative (user) has an activity scheduled that falls in the relevantvalidity period. Validity periods are also configured in the IMG.

2. In the Survey Attributes (Survey Suite), the Offline Handheld option must be checked.3. In the Survey Repository (Survey Suite), the Static Survey XSLT

CRM_SVY_GENERATE_HHOFFLINE_TEMPLATE.XSLT must be present.

Also, please take note of the following:

Surveys are Client dependant in CRM. Make sure that you create the surveys while logged into the same client as you will use for Mobile Sales for handheld

This guide assumes that the user is familiar with the CRM Survey Suite and knows how tocreate questionnaires. More information on this topic can be found on SAP Help.

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3 Step-by-Step SolutionThere are two ways that the surveys can be used with Mobile Sales for handheld. The firstmethod will bring the surveys down to the device along with its related activities as part of astandard synchronization container.

The second method enables the use of surveys via add-ons. This means that the surveys can bedeployed to the device via a downloadable add-on which is deployed from the MobileInfrastructure server component. This method is only recommended in a very high data volumesituation, where we need to cut back on the data coming from the CRM system. It adds additionalcomplexity and administrative overhead.

The following step-by-step explanation will detail the two methods of using CRM surveys withMobile Sales for handheld.

3.1 Settings in the CRM Survey Suite

1. Access the IMG with transactionSPRO. Follow the path shown in thescreenshot and click DefineQuestionnaires.

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2. To create a new survey for use in theMobile Sales Application highlight theActivities folder and click on the Newicon.

3. You can now enter a New SurveyName.

4. Once inside your survey, click on theMaintain Survey Settings button at thetop left of the screen.

5. It is recommended to leave thevalidity period blank in this step, asyou will define it in the determinationprocedure step which follows

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6. Enter the Short and LongDescriptions for your survey in theAdministrat. Data tab.

7. In the Scenarios tab make sure toenable Offline Handheld. This is theonly option that is required to formatthe surveys for the handheld device.

8. Once the settings are configured youcan save your changes and go backto the survey list page by hitting theF3 key or using the green Back buttonon top.

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9. Next to your survey name you cansee the status of the survey. It iscurrently inactive. Activate it byclicking the icon in the top menu.

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3.2 Define Determination for Questionnaire

10. Now that the survey has been createdand setup for handheld use, we needto setup the determination procedureand make some additionalconfigurations. Access theDetermination for Questionnaires:Business Activity configuration asshown in the screen shot.

11. Click on New Entries OR select anexisting procedure and copy it tocreate a new procedure. Note that,each new survey will require its owndetermination procedure.

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12. Give a name to your newDetermination procedure in thecolumn Determ. In this example wecall it ZHTS1.

13. Provide a Description to your newsurvey determination procedure. Inthis example we call it How ToSurvey.

14. Provide a Validity Period for which thesurvey will be active and downloadedto the devices. Once the current datefalls out of this specified ValidityPeriod the survey will no longer besent to the device.

15. The Trans. Type refers to the Activitytransaction type for which this surveywill be linked to.

16. The Questionnaire ID is where youselect the survey that you wish toactivate on the device for the chosenActivity Type.

17. The Mand. checkbox refers towhether the survey will be mandatoryto complete for this activity. Theapplication will not allow closing anactivity for which a mandatory surveyhas not been completed.

18. Select the Activ checkbox to activatethe survey.

19. If you have previously defined acriteria for assigning surveys, you canselect it in the Criteria Set. Thecriteria can be used to assign thesurveys for a specific salesorganization for example.

20. Save your changes.

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21. Now that the survey has been createdand setup for handheld use, we needto setup the determination procedureand make some additionalconfigurations. Access theDetermination for Questionnaires:Business Activity configuration asshown in the screen shot.

22. Click on New Entries OR select anexisting procedure and copy it tocreate a new procedure. Note that,each new survey will require its owndetermination procedure.

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3.3 Synchronizing and Completing the Survey on the Handheld

23. Before you execute a synchronizationon the device, you must perform aClient Reset. This must be done whenchanges are made in CRMcustomizing, such as creating newsurveys or changing the surveyconfiguration. Click on CompleteSynchronize Advanced Reset toperform a reset of the devicedatabase.

24. Click on Reset All Tables to perform areset of the device database.

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25. Now access the sync screen byclicking on Complete Synchronize

Synchronize.

26. It is recommended to sync for allcomponents when performing aninitial sync, however if you are justtesting your surveys you may justsync for Accounts and Activities andTasks. This will allow us to create anactivity with a Business Partner. Makeyour selection and click onSynchronize.

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27. We can now create an Activity to testour Survey. Make sure that youcreate an activity of the sameTransaction Type that you haveassigned your survey to in theDetermination Procedureconfiguration. In this case we useBusiness activity, which was definedas Transaction Type ACTI in CRM.

Note that Surveys are currentlyunavailable when creating an activity.The survey options only appear whenyou perform a synchronization. At thatpoint CRM will recognize the newactivity of transaction type ACTI andassign the surveys that werecustomized for it.

28. Perform a synchronization forActivities and Tasks and access theActivity that you created once again.

You can now see the Mandatory andOptional surveys that are currentlyconfigured for this Activity TransactionType. Click on GO to access thesurvey you have created.

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29. The Survey can now be completedand stored until the nextsynchronization is possible.

30. Take note of the asterisk (*) that nowappears next to the survey name.This indicates that the survey hasbeen completed but not yetsynchronized. Also note, that onceyou synchronize the asterisk willdisappear and the survey values willbe reset to default.

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3.4 Downloading Surveys via Add-on Component

A different way is to download the survey as an add-on. The example describes how the user candownload the HTML templates of the selected Surveys, after proper implementation andconfiguration.

1. Ensure that all steps up to step 22have been completed.

2. In the CRM Survey Suite, click onthe Survey Repository button

3. Ensure that the entryCRM_SVY_GENERATE_HHOFFLINE_TEMPLATE.XSLT is present inthe Static Survey XSLTs section.This is the template for the MediaType: 90, which is required.

If it is not present, you will need toupload it into the CRM backend.

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4. Run the Reporting transaction,CRM_HH_DOWNLOAD_SURVEY_HTML from System -> Services ->Reporting. Select the survey IDs forwhich the HTML templates have tobe generated. Enter the full path of adirectory in the local PC. Make surethat the directory exists. Execute thereport after entering the aboveinformation.

5. Zip the html files that got generatedin the specified directory.

Note : the name of the zip file shouldbe always "html.zip".

6. Put the html.zip in another zip filecalled "survey.zip

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7. Upload the survey.zip to the NWAvia the SDM (Software DeploymentManager) with proper version no.Note: the zip file should be uploadedas a type "add-on". Also theapplication name which is going tobe mentioned in the Upload screenshould be always "SURVEY".

8. Assign the new add-on uploaded tothe user in the NWA.

9. Do an Application sync from theMobile Infrastructure homepage onthe PDA/desktop.

10. After the application sync, the add-on html.zip file should bedownloaded to the addons\SURVEYdirectory of MI and the surveys areavailable in the activities.

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4 Appendix – Frequently Asked QuestionsQuestion:Why am I not getting surveys down to the device?

Answer:There could be several reasons why the surveys are not coming down or not being displayed on thedevice. Verify the following items:

In the CRM Survey Suite open your survey, click on Maintain Survey Attributes and ensurethat the Offline Handheld checkbox is checked

The Validity period for the survey must include today’s date The Activity and Surveys components must be enabled for the user’s Sales Organization.

This is configured in the IMG (transaction SPRO) CRM Mobile Sales for handheld. The device user must have an activity that falls into the time range that is sent down to the

device. This period is defined by Back Days and Days Ahead in the IMG (transaction SPRO)CRM Mobile Sales for handheld Activities for the user’s organization.

Question:I am getting the following error when I try to display the survey on the device:

Error occurred while processing the survey information.sapsdm-------------------------------------------------------

The survey is not maintained on the server.The survey engine on the server side is unable togenerate the survey.Connection between the CRM server and the survey enginewas temporarily lost at the time of download.

Actual Error follows:

~E~IBND_CRM_SVY_TEMPLATE_READ: No data record found (key&1&2&3&4)( class com.sap.cat.survey.SurveyException )

Answer:Make sure to perform an Advanced Reset on the device before synchronizing to retrieve a brand newsurvey or a survey for which the configuration has changed. The Advanced Reset can be performedfrom the Complete Synchronize menu option in the xMSA handheld client application.

Question:Why do I not see the values that I entered previously in a survey?

Answer:Once you have completed a survey and synchronized, only the survey template is displayed withdefault values. It is recommended that you update the status of the corresponding activity ascompleted, once you have finished the survey.

Question:Can I download a completed survey?

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Answer:No, only the survey templates with the default values are retrieved from the CRM system.

Question:How does the style sheet work for the surveys and how can I change it?

Answer:The style sheet (fonts, sizes, etc…) are hard-coded in the application. The CRM system does notsend any css file to the client. In order to change the look of your surveys, you should enhance thefile survey.jsp in your development environment. The styles are defined in survey.jsp in lines 19-29.Please refer to the Enhancement Guide, which is available on Service Market Place for enhancementapproaches and techniques.

Question:Are there any existing SAP notes related to xMSA HH surveys?

Answer:

1.1006020 - Survey encoding errors2. 993184 - Special Characters in Application Data are not Decoded

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